This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that […]
This week on our Friends on Friday guest blog post my colleague, Brooke Cade writes about how important communicating with your employees and listening to their insight is for improving company culture. One of my favorite ideas in the article is when employers enable employees to take ownership of their jobs and any issues that may present themselves.
As a business owner, “better” is always on the horizon, and you are responsible for finding the best vehicle to reach it. But what if you are ignoring your greatest resources for improvement: your frontline employees?
Feedback from customers and opinions of management can all be skewed due to a limited perspective. Frontline employees in the thick of everyday customer service may see or speak to 100+ clients a day, which gives them valuable insight into your business. Open up the line of communication with your employees to evaluate your current processes and reach your customer experience goals.
Accepting employee suggestions and acting on them can’t be the end of it. This process is in constant motion with ebbs and flows of information. Some ideas for fostering the line of communication for your employees are:
Give employees the opportunity to take ownership of their jobs. Make sure they feel like they are a part of the success of your business, and are allowed opportunities to contribute in meaningful ways. Communication is vital to this: they must know that their voice is heard, and they must consistently hear that their work is appreciated.
Ways you can open these lines of communication are:
To truly benefit from the voice of your employees, you need to build upon it and integrate it into your broader business communication. Don’t take what your employees say without also considering the following viewpoints:
Having a continual process to engage all of your employees, stakeholders, and customers will increase productivity, improve morale, and “better” your company as a whole. This process allows you to identify why things are or are not working, and ensures you learn from past mistakes and foster continual growth.
Brooke Cade is a writer who’s committed to helping businesses and sales professionals build stronger connections with their customers. In her spare time, she enjoys learning more about InMoment.com—her CX platform of choice, reading books/articles on industry news, engaging on twitter, and exploring her local neighborhood coffee shop.
For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.
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